Dynamic professional with 9 years of experience in sales, customer service, quality assurance, and backend development. Experienced in call monitoring, coaching, performance analysis, customer support, and process improvement. Also skilled in digital marketing, content creation, and web development technologies. Fluent in Portuguese, Italian, and Spanish, with strong multilingual communication and problem-solving abilities.
Responsible for ongoing quality assurance of customer service, including listening to and evaluating calls, assigning scores based on quality standards, and providing constructive feedback to agents. Monitors team performance metrics and collaborates on coaching sessions and follow-ups to improve service quality.
Provided customer service and support for international clients in the travel and airline sector. Handled inquiries, resolved issues, analyzed customer needs, and delivered personalized solutions with clear, culturally appropriate communication.
Managed accessory sales, coordinated the sales team, monitored performance, and improved operational processes. Planned and executed digital marketing strategies, analyzed campaign performance, and optimized advertising budget to increase visibility and conversions.
High School Diploma
Course, Personal Computer Programming
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